Mar 21, 2005

Website Mistake #1: No Way to Contact Your Company

eLearning Series

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No Way to Contact Your Company? The first mistake to avoid is one we see all the time: There’s no way to contact a company from their website. Did you know that one of the top reasons your current customers visit your website is to get contact information, like a phone number?

I’m sure you’ve had the same experience. You want to contact a company, so you go to their website and poke around. After a few minutes of not being able to find a way to call a real person, send an email or fill out a web form, you give up, never to work with the company again. Many companies try to hide from their customers, and make it really tough to find a way to contact them.

This usually comes from companies trying to avoid the high cost of having someone answer the phone or respond to emails. They usually hide behind a philosophy that everything you might need can be found on their website. But in the real world, websites are difficult to navigate, and often you want to talk to a real person to answer your question. Or at least fill out a contact form. We recommend putting your phone number in at least two places on every page. On our site, for example, our phone number is built into the navigation:

Customer Paradigm Website screenshot showing phone number